I have not had a very good Lexus ownership experience. So far I have dealt with 3 dealers, Beverly Hills where I purchased, Santa Barbara where it gets service...for now..., and Seattle where I was on a trip. Beverly Hills Lexus forced me to buy the paint/interior protection as part of the market adjustment. I had to make multiple requests to the finance manager to provide the full contract explaining coverages, at sale I was only provided the enrollment form. When I asked for the service order to show it was actually installed, the GM, Sales, and Finance managers all ghosted me. Never heard a word back from them. Currently my GX is at the Santa Barbara Lexus for some issues. The brakes squeak and are being repaired, my hood flexes so much that it wore through some paint on the bottom where it makes contact with the seal, none of my heated seats work, the passenger massager does not work, the nav screen starts up on the opposite mode, day/night and several others minor issues. After a week at the dealer, Santa Barbara, I called the service advisor and asked for an update. He gave me the vaguest update that could have been given. He basically did not know the status of any of the items of the list that needed to be repaired, where they were in troubleshooting, what parts may be needed, or what was being worked on or scheduled to be worked on or a target day to complete the repairs. After our conversation I sent him an email with questions I needed answers on each item on the service order. Again, this is after a week of them having my car with zero communication from them. He called me back and basically told me he did not have time to answer my questions, they have 40+ cards dropped off every day and that if I did not have patience to get my issues resolved I should just come pick up my car and take it somewhere else. At one point he threatened to have it towed back to my house. I'm currently waiting for a call from the service manager. This is a dealer that marks the GXs $15K-$20K so I'm going to assume customer service and fairness is not in their DNA and will most likely be picking my car up from them. Lexus of Seattle was great with my brief interaction with them. They provided updates and their facilities were very nice. Their service was day and night from what I have experience in Beverly Hills and Santa Barbara. I'm still in a bit of shock from my interaction with the service advisor. What is going on with my car, what's left to do, and when can I expect it back don't seem, to me, to be outside of the basic service any dealer should provide...
Dealer Experience Good and Bad
- Thread starter JorgeR
- Start date
Sorry about your Lexus experience thus far. Aside from buying and picking up the vehicle from Longo Lexus I have not had any other interaction with the dealer. Initial and subsequent contacts with the sales rep was done via text or email. Pickup was completed mid December and I don't plan to go to any dealership until the 5K service.
Your dealer is ass! 100%
I had a similar situation with Sterling McCall Lexus in Houston, turns out they are owned by Group1, utter trash of a company
I switched to West Side Lexus, a more family owned dealer, and my service is leaps and bounds better, the service I get from WSL is a big reason why I keep buying Lexus, otherwise I'm more of an AMG guy
I had a similar situation with Sterling McCall Lexus in Houston, turns out they are owned by Group1, utter trash of a company
I switched to West Side Lexus, a more family owned dealer, and my service is leaps and bounds better, the service I get from WSL is a big reason why I keep buying Lexus, otherwise I'm more of an AMG guy
This is good to know. I’m purchasing my GX from Sterling McCall Lexus in Clear Lake. I’m hoping to have a better service experience but will definitely switch if needed.
All i hear is C A L I F O R N I A............
says the guy from Texas
I've not heard of any Texas dealers gouging or treating customers like that.
The GX550 I bought from Sterling McCall Lexus in the Clear Lake area is the 9th Lexus vehicle I have purchased from them.
I have experienced nothing but great sales and after sales from these good people.
They do not charge over the MSRP and treat you like a valued guest. The pictures below are from when my black beauty was still inside their showroom. The first picture is from the first night when the beast was brought into my garage.
Sterling McCall in South West Houston - I had no problem with sales - it was service and body shop that were un-lexuslike
Service tried to charge my sister for work which I had gotten done on an ISF a week or two prior, when an issue popped up, they tried to convince my sister to pay for the work again (water pump replacement)
Body shop and enterprise had a fuck up, where enterprise put me on a do not rent list for more than 2 years
I spent lots of money at sterling mccall, only for sales persons to get rotated in and out every few years
The person I work with at WSL has been with Lexus since they started, it's a totally different level of service and personal touch
My experiences at sterling mccall were so bad, I will shit talk them in every thread I am given a chance lol
Service tried to charge my sister for work which I had gotten done on an ISF a week or two prior, when an issue popped up, they tried to convince my sister to pay for the work again (water pump replacement)
Body shop and enterprise had a fuck up, where enterprise put me on a do not rent list for more than 2 years
I spent lots of money at sterling mccall, only for sales persons to get rotated in and out every few years
The person I work with at WSL has been with Lexus since they started, it's a totally different level of service and personal touch
My experiences at sterling mccall were so bad, I will shit talk them in every thread I am given a chance lol
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GX550 Forum Photos
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